How do I pay my bill?

There are lots of ways you can pay your Virgin Media or Virgin Mobile bill, including making a one-off payment online now or switching to paying by a monthly Direct Debit.

Make a one-off payment online

You can make a quick, one-off payment now, without having to sign in. All you need is the postcode and name on the account:

Sign in to make a payment

To see your bill in more detail, get a breakdown of the charges and make a payment all you need to do is sign in to your online account.

Choose which bill you want to pay

How to pay by Direct Debit

If you want to switch to paying your bill by Direct Debit, sign in to your My Virgin Media account and head to your latest bill, then follow the instructions to set up your Direct Debit. You can also do this in the My Virgin Media app.

Other ways to pay your bill

Here are all the options for paying your Virgin Media or Virgin Mobile bill:

How to pay by card online

You can pay your Virgin Media bill online by making a one-off payment using a Visa, MasterCard and Maestro card. Your card provider might need more information before the payment can be approved and not all pre-pay card payments will be accepted. It may take up to 9 hours for the payment to appear in your account.

If you’re making a card payment as a Direct Debit customer, this will not reduce or cancel any Direct Debit payments you’re making.

Why has my card payment not been accepted?

If you’re trying to make the payment online or by calling our automated payment service, make sure you enter your details correctly.

If you’ve entered the right information but your payment continues to be declined, you’ll need to contact your card provider directly to find out why. If your card issuer declines your payment, they won’t give us the details, only that the payment couldn’t be processed.

You can contact us by calling 0800 064 3777.

You’ll need Your Account number and area reference number which you’ll find on your bill.

Once you’ve made a payment, we can securely save your card details so that if you phone us again it’ll be easier for you to make a payment.

Go to a PayPoint or a Post Office

Take any paper bill with a barcode to a PayPoint or post office. To find your closest PayPoint, go to the PayPoint site.

Go to your bank

Complete the payment slip at the bottom of your paper bill and take it to your nearest bank. But sending your payment this way will mean it’ll take longer to reach us.

When you write the cheque, make sure your name, account number and postcode are on the back.

You can then either, fill in your payment slip from your paper bill and take both your slip and cheque to your bank, or send both to the following address:

Virgin Media Payments Ltd
PO Box 4014

If don’t put the payment slip in with the cheque it could delay or stop the payment from reaching Your Account.

When you make a payment through your online bank, or pay by phone banking you’ll need the following details:

•  The Virgin Media Payments Ltd bank account number: 23494314

•  The Virgin Media Payments Ltd sort code number: 20-13-42

•  Your 14-digit payment reference number

For internet banking, you might have to first select Virgin Media (1) as the company to pay.

If you get paper bills, you’ll find your 14-digit payment reference on the back of the first page of your bill.

If you get your bills online, find your 12-digit payment reference then add your 2-digit area reference to the end to get your 14-digit payment reference. You’ll find both references in your billing notification email.

How long before my payment shows in my account?

The time will vary, depending on what type of payment you’ve made. If your payment is taking longer than the times shown below, check our payment issues page for more information.

You’ll see your payment in Your Account as soon as the payment’s been created. This will be 2 working days before it’s collected by the bank. And if the Direct Debit fails the payment, this will also appear in Your Account.

It could take up to 9 hours to be appear in Your Account. If it’s between 8am and 10pm it’ll take only 2 hours.

You can pay your Virgin Media bill in cash using PayPoint, the payment should appear in Your Account before 5pm on the next working day.

If you’re using the bank, post office, or your banking app, the payment should appear in Your Account before 5pm the next working day.

If you’re sending a cheque to the bank to pay your bill, the payment should appear in Your Account before 5pm on the next working day.

If you’re sending your cheque through the post, it could take more than 16 days to appear in Your Account.

Second class mail can take up to 15 days to be delivered as this relies on Royal Mail to make the delivery.

How secure are my payments?

Virgin Media is fully compliant with the Payment Card Industry Data Security Standard (PCI DSS), set up to help businesses process card payments securely and reduce card fraud. This is achieved through enforcing tight controls on the storage, transmission and processing of cardholder data that businesses handle. PCI DSS is intended to protect sensitive cardholder data.

Being compliant with PCI DSS means that Virgin Media is doing its best to keep our customers’ valuable information safe and out of the hands of people who could use that data in a fraudulent way. Not holding on to data reduces the risk that our customers will be affected by fraud.

Billing and payments FAQs

1. Sign in to Your Account

2. Select My profile at the top of the page

3. Go to the eBilling section and select Switch to eBilling

4. Follow the instructions to complete your registration

You’ll then be set up to receive your monthly bills to the email address of your choice each month.

To change the email address we contact you on, go to My profile, Contact details and then Contact email address.

Once a month, we’ll send you an email with your payment date telling you your bill’s ready.

To change the email address we contact you on:

1. Sign in to Your Account

2. Select My profile

3. Select Change next to Contact email address

Enter and confirm the new address you want us to contact you on.

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